The Personal Touch

We believe that all of our customers deserve a personal level of service

It can be a tough market out there for an energy broker. Winning new acquisitions is highly competitive and the landscape is seemingly flooded with TPIs fighting tooth and nail to secure business from energy-hungry businesses. And once you’ve won a piece of new business, how do you retain that client? Think about the most important notches on your customer post and you’ll know the answer.

There is a very good reason why you always open letters that fall through your door with your name hand-written on them. In the digital world, a personal touch goes a long way in humanising communications – and the simplest of things can propel a brand, a business, a salesman, a customer service rep, to build bridges and develop new business opportunities far more effectively than the next. This doesn’t mean hand-writing all of your correspondence or sending birthday cards to your clients. Just a small touch every so often to impress upon your clients how valuable they are to you. Just look at Starbucks – there’s a good reason that the barista asks for your name to write on your cup of coffee. A personal connection which temporarily masks the corporate-giant image they normally portray.

Effective communication in business must, therefore, use a combination of mediums. Email and ticketing systems are important in supporting your clients efficiently, but one to one phone calls and face to face encounters are inevitably the way that business is won, and maintained. We built UtilityClick in the hope that we could provide a top-notch product but in combination with a more intimate level of service. Service that as an energy broker you would expect your own staff to portray to your customers. That’s why you can speak to real people, who know their software inside and out and want to find solutions to the problems you face on a daily basis as a broker.

Subscribing to our service is just the beginning of a working relationship. Every challenge a customer encounters is actually an opportunity to help, and there is nothing we enjoy more than watching our partners succeed.

And we love a bit of banter along the way.

About the author

Rod Westwood

Rod’s industry experience stems from a decade working in business consultancy specialising in the global oil & gas industry. During this time, he has provided commercial and market expertise to support finance raising and equity investments totalling in excess of $10 billion for clients in more than 50 countries. His passion for technology & energy go hand in hand in the development of the UtilityClick software platform.